managing reputational risk through customer · pdf filemanaging reputational risk through...

Managing Reputational Risk Through Customer Service

Presented by Shola Richards Director of Training, UCLA Health

1 2014 UC Risk Summit | Managing Reputational Risk Through Customer Service

“It takes 20 years to build a reputation and only five minutes to ruin it. If you think about that, you’ll do things differently.”

-Warren Buffett

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Steven Slater, Jet Blue

2014 UC Risk Summit | Managing Reputational Risk Through Customer Service

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The Aftermath…


Word Association: Company with a great

reputation?

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The Risk of Poor Customer Service

Reputational risk is the current and prospective impact on earnings and organizational value arising from negative stakeholder opinion.


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The Risk of Poor Customer Service

Why Customers Leave: 9% Competitors 10% Move out of town 14% Dissatisfaction with product 67% Attitude of indifference on

the part of the employee

Did You Know? Four out of five executives believe that reputation

is their company’s most valuable asset. -ACE Group, Inc.


WHERE IT ALL BEGINS Managing Reputational Risk


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The Best and the Worst

Think of someone who brought out the best in you. What were his/her qualities?


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The Best and the Worst

Think of someone who brought out the worst in you. What were his/her

qualities?


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Clarity

14 14 BRITE Training | The Passion in Caring

Attitude

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Higher Self

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1. Is it kind?

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2. Is it true?

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3. Is it necessary?

More than 60% of employees seldom, if ever, receive personal thanks.

-Source, Leadership IQ

MANAGING YOUR EMOTIONAL TRIGGERS

Managing Reputational Risk


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Emotional Triggers

2014 UC Risk Summit| Managing Reputational Risk Through Customer Service

Something that someone says or does to us that causes a highly emotional response.

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Do you ever feel like saying…

I don’t care if this guy is feeling under the weather, he’s still a complete jerk.

I don’t get paid enough to deal with these people. I’m not in the mood for this crap today.

I’m being as nice as I can, and this woman is still giving me an attitude?? Really?!

There’s no way that I’m going to let this nurse continue to disrespect me.

Roll your eyes at me one more time lady, I dare you… She has some nerve saying…

Go to hell, you #$%&@!

AVOID NEGATIVE SELF-TALK!


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The Choice is Yours

OR

EMOTIONS VALUES


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The Choice is Yours

EMOTIONS

Ugh, this woman is SO rude! She’s lucky that I didn’t curse

her out. How dare she disrespect me?!


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The Choice is Yours

VALUES

I will not allow another person to ever affect my happiness or my professionalism.

Integrity


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The Choice is Yours

EMOTIONS No one better try to speak to

me today. I’ve been on my feet all morning, I haven’t had my coffee yet, and I’m

not in the mood to deal with these people.


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The Choice is Yours

VALUES

I will not allow my mood to determine

my manners.

Self-Control


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Which Side Are YOU On?

PROBLEM SOLUTION


How can I keep it up?

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Just Today…

WHY WE’RE HERE Managing Reputational Risk


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You Do Make a Difference!


Managing Reputational Risk Through Customer Service

Presented by Shola Richards Director of Training, UCLA Health


“It takes 20 years to build a reputation and only five minutes to ruin it. If you think about that, you’ll do things differently.”

-Warren Buffett

managing reputational risk through customer · pdf filemanaging reputational risk through...

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